Service Desk Analyst

Posted 10 November 2023
Salary £35000.00 - £40000.00 per annum
Job type Permanent
Discipline Technology
Contact NameAmelia Cox

Job description

We are seeking an experienced service desk analyst, with proficiency in a range of technology (windows 10 and office 365 is essential) and highly adept problem-solving skills. You will be passionate about excellent customer care and have an eye for detail. This role is predominantly based within the corporate head office and has significant exposure to the executive leadership team. You will be comfortable working with senior executives, to tight deadlines, and be able to deftly manage your time and workload to ensure customer happiness and meet service level targets.

What You'll Do:

  • Provision of first line IT support to the all users of the company network (includes internal and external customers)
  • Providing exceptional customer service to all users
  • Supporting the Service Desk lead with identifying opportunities for improvement and implementing changes
  • Working as a team to build a Service Desk knowledge base
  • Representing the service desk on projects transitioning to BAU being the point of contact for handover and communicating to the wider team
  • Management of the service desk ticket queue, ensuring tickets are processed within agreed service levels
  • Creation and administration of user accounts on all group technology supported systems
  • Build devices, following agreed build processes
  • Work closely with other IT teams to ensure swift ticket resolution
  • VIP support to senior company executives
  • IT support at company events, ensuring stable and reliable IT at both internal and external venues

About You:

  • Previous experience as a service desk analyst or a role which demonstrates significant problem solving skills within a customer facing environment
  • Experience of supporting Windows 10, Apple IOS, Office 365 within a business environment
  • Familiarity of ITIL, and ITIL best practices within an IT operations environment
  • Extensive customer service skills
  • Developed problem solving skills
  • Self-motivated
  • Knowledge of Microsoft SCCM, PowerShell and automation technologies are beneficial, but not essential